Software
Global Telesourcing uses only best-of-breed technology. For call management, we selected Oracle’s highly respected, robust Call Center Anywhere system. A multi-level platform, it incorporates such features as:
- Multimedia ACE with skills-based routing seamlessly directs calls to the appropriate agent.
- Interactive voice response presents options and allows callers to select the service they need.
- Answering machine detection directs agent time to live call needs.
- Predictive and preview dialing manages outbound call volumes in a compliant manner.
- Agent scripting and FAQs are integrated in the system, with changes being reflected instantly.
- Custom supervision screens and realtime display empowers our managers to maximize results.
- Call logging, monitoring, and recording updates client database and opens coaching opportunities.
- Online chat help gives clients the option of this increasingly popular form of customer support.
- Email analysis and auto-response enables follow-up dialogue with the same agent.
Hardware
Global Telesourcing uses premium equipment for its data center and call center operations. Our set-up includes:
- Dialogic telephony boards
- Cisco routers, switches, VoIP gateways, and firewalls
- HP and Compaq servers
- HP and Compaq agent stations
- Logitech headsets
Internet & Telecommunications Connectivity
Global Telesourcing serves data to our Monterrey, Mexico, facility via a fully private, fiber connection. Level 3 in the U.S. and Axtel in Mexico are our primary providers, with a traffic hand-off point in McAllen, Texas.
For redundancy purposes, we contract with PCCW and Telmex to provide automatic failover connectivity in case of an outage.
The PCI DSS—the Payment Card Industry’s Data Security Standard—sets a high bar for data handling. We are proud of our PCI DSS certification because it underscores our corporate commitment to protecting clients’ confidential business information.
Following is an overview of the extensive measures we take to guarantee security.
100% U.S. Data Hosting
All customer data is locked down in the U.S. No data file ever leaves the country, and no data is written to servers, PCs, or other storage device outside the U.S.
The data facility is accessed only by authorized personnel. Featuring a robust alarm and management system, it also utilizes a Security Access and Control System (SACS) based on biometric access methodology, including fingerprint verification, to monitor access and prohibit the entry of unauthorized personnel.
Agent Access
Agent access to data is highly controlled. First, we serve only the data fields required to complete a call and achieve the client’s goal. For some programs, information might be limited to name, time zone, and telephone number. This information is encrypted and served to Monterrey, Mexico, over a 100% private, fiber connection.
The building itself is alarmed and requires a current passcard for entry. The stations from which agents make calls are also locked down. They lack functioning USB ports and write capabilities. We prohibit the use of cell phones and cameras and even restrict access to pen and paper in certain client environments.
In addition, our on-the-floor management approach—so critical to our overall performance—provides an extra, human level of protection. Team leads, program managers, and even the site director continuously walk the aisles and monitor agents’ activity to a degree unmatched by offshore or domestic competitors.
